When a customer disputes a card payment with their bank, a chargeback is opened. The bank immediately pulls the funds from your account while it reviews the claim, and the card network charges a separate dispute fee.
This guide explains how disputes work across every way your customers pay, what Cents does, what you can do, and what to expect.
What Cents can and can't do (please read first)
The dispute process is run by the card networks and the customer's bank, and every business that accepts cards, Cents included, has to follow their rules.
Cents has no control over the outcome. The customer's bank makes the final decision, not Cents and not the payment processor.
We counter every eligible dispute in good faith and give you the chance to add evidence that strengthens the case.
The bank's decision is final. Once it decides, the case cannot be appealed or resubmitted, by you or by us.
We know this is frustrating, especially when you know the charge was valid. The best thing you can do is submit strong evidence quickly and focus on prevention over time.
What happens when a dispute is filed
The disputed amount is reversed and pulled from your balance right away, along with a dispute fee. You're notified so you can submit evidence, and the bank issues a final decision that can take about 2 to 3 months.
If it's resolved in your favor, the funds come back.
If it's upheld, the charge stays refunded and you're responsible for the disputed amount plus the fee.
Where your disputes come from, and who submits the response
Cents app, online orders, and QR codes (processed through Stripe): Cents counters these on your behalf. Reply to the dispute notification we send, or email [email protected], with your evidence and we'll submit it. If a Stripe dispute is upheld, you're charged the disputed amount plus a $15 dispute fee.
Self-service card payments on Cents Connect devices, Penny and Pulse (processed through Worldnet and Payroc): these are submitted through your Payroc portal, so you respond to them directly. The dispute fee for these is set by your processor. If you don't have Payroc or Worldnet access, contact Cents Support and we'll help set you up.
Good to know
Every dispute has a reason code. The card network attaches a reason, like fraud or unauthorized use, service not received, or a duplicate charge. It tells you what the customer is claiming and points to the evidence that matters most. We include the reason when we notify you.
Your dispute rate matters. The card networks monitor businesses that receive a lot of disputes. Too many can lead to added fees, higher processing costs, or in serious cases losing the ability to accept cards, which is one more reason prevention pays off.
Evidence that supports a charge
Strong evidence usually includes proof the service was delivered and the date, receipts or transaction records, any customer communication (SMS or email), and a customer signature if you have one.
Responding to a Penny or Pulse dispute (Worldnet and Payroc)
Pull one piece of evidence from each of three systems so the payment traces from the dispute to the exact machine turn, then submit all three to Payroc:
Payroc: Reports > Merchant Company > Chargebacks / Retrievals. Open the dispute, note the first 6 and last 4 digits of the card, and screenshot it.
Worldnet: Processing Terminal > Reporting > Closed Batch > Transactions. Filter by that card number, open the payment, and from the Action menu choose Transaction Details. Screenshot it and copy the Unique Reference.
Business Manager: Run the Machine Turn Details report for the payment date, apply the Payment Note filter, and paste in the Unique Reference to pinpoint the machine, date, time, and amount. Screenshot and download it.
You usually have about 60 days from the dispute notice, so start right away.
Not every dispute is the same
Legitimate customer: a genuine complaint (malfunction, double charge, poor experience), usually a one-off. Reaching out and resolving it directly often closes it and prevents a repeat.
System abuser: used your machines but disputes anyway. Document these; timestamps showing legitimate usage support a challenge.
Card fraudster: uses stolen or cloned cards. With true fraud the real cardholder is usually refunded by their bank, so disputes are low-ROI. Focus on documenting the pattern for law enforcement.
Why customers dispute, and how to reduce it where you actually take payment
A bank will usually file a dispute for one of a few reasons: the customer doesn't recognize the charge or claims fraud, they paid but didn't get the service, the service wasn't acceptable, they were charged twice, they expected a refund that never came, or they were charged for a plan they canceled. What actually changes the odds is where the payment happened. Here's how to reduce disputes at each of the three places your customers pay.
1. Service orders taken at the POS (wash and fold, dry cleaning, in-store)
These are staff-created and usually paid in person, which is your strongest position.
Take payment with the card present (tap, insert, or swipe) instead of keying it in. A card-present payment is much harder to dispute as fraud and gives us stronger evidence.
Log the order accurately: weigh and count items, note any pre-existing damage at intake, and add photos to the order so "my items were damaged" or "not as described" claims can be answered.
Send an itemized receipt so the amount is clear and expected, which heads off "wrong amount" disputes.
The completed and picked-up order record is your proof the service was delivered.
If a customer is unhappy, fix it at the counter with a refund or goodwill credit. A dispute costs you the amount plus a fee, so a direct fix is almost always cheaper.
2. Online orders from your ordering link (pickup and delivery)
These are card-not-present, so they carry the most fraud risk and are the most common target for card testing (someone running many stolen cards until one works).
Watch for card testing: a burst of failed payment attempts or many different cards in a short window. Send anything suspicious to Cents Support so we can flag it.
Make sure your business name on card statements is recognizable, so real customers don't dispute a charge they don't recognize.
Keep delivery proof: the order timeline, delivery status, and any delivery photo or timestamp answer "I never received it."
Show pricing clearly on the link (delivery fees, minimums, turnaround) so the total isn't a surprise.
Keep customers informed with status updates by text or email; a customer who knows their order is coming rarely disputes it.
3. Self-service and cash card payments at the machines (Penny, Pulse, stored-value cards)
These are unattended, so the two big drivers are machine reliability and stolen-card fraud.
Keep machines maintained. A machine that takes payment but doesn't start is the top cause of "I paid and got nothing" disputes. Refund a failed turn quickly before it becomes a chargeback.
Keep your machine turn records. The Machine Turn Details report ties a payment to the exact machine, date, and time, which is your evidence a turn actually ran.
For stolen-card fraud at self-service, disputes are low-ROI because the real cardholder is refunded by their bank. Focus on documenting the pattern (see the fraud section) rather than fighting each one.
Watch for duplicate taps and refund a genuine double charge right away.
If you're seeing repeated fraud or card testing
Disputes won't recover fraud losses, so the goal is to stop it at the source. Log each chargeback (date, amount, last 4 of the card, machine, notes) and send it to Cents Support; we'll help spot patterns and provide exact timestamps. Pull security footage for those machines and times. Brief staff not to confront the person but to call police if they return. Report it to law enforcement; a documented pattern of one person using multiple cards under different names is strong grounds for a fraud report.
Preventing disputes
A little prevention beats fighting disputes after the fact:
Make sure your business name on customers' statements is recognizable, so people don't dispute a charge they don't recognize.
Post clear pricing and refund policies, and keep machines well maintained to avoid malfunction complaints.
Respond to customer issues quickly. Many disputes start because a customer couldn't reach anyone; a fast refund or explanation often prevents the chargeback entirely.
Keep good records (receipts and machine turn data) so evidence is easy to compile.
A note in good faith
This guidance is offered in good faith and is not a guarantee of any outcome. Cents is not liable for outcomes resulting from the actions described.
Need help?
Reach out to Cents Support at [email protected]. Send your chargeback log for review, or ask about any step above.